RightPatient, Inc.
Support Level Agreement

Introduction
This document outlines first level support provided by RightPatient Customer Support.  The data reflected herein may be treated separately with each agreement to ensure proper support will be provided to each customer regardless of their location or situation.

This Service Level Agreement was developed for RightPatient Customers. Customers are those whose identities have subscribed to RightPatient products and services. These Support Terms set forth the policies, procedures and service levels RightPatient Customer Support follows and delivers to these customers.  This standard level of service is provided to all licensed customers that have purchased RightPatient maintenance and support services.  Only email support will be provided for customers that have not purchased support services and do not have a valid support ID number.

Hours of Operation
Email Customer Support is operational 24 hours a day, 7 days a week.  Telephone Customer Support is available in the U.S. Mon-Fri from 9 a.m. to 6 p.m. Eastern Time, excluding holidays.  First Level personnel are equipped with laptops and smartphones that enable them to respond quickly to escalated issues during off hours.

Phone Numbers
For phone support requests, customers should call 1-678-813-2715 ext. 2

If all Customer Support Analysts are busy, the customer may also enter a support ticket in the RightPatient Support Portal at
http://support.rightpatient.com or leave a voice mail for the Customer Support Analyst.  Calls are typically returned according to the assigned support priority level. 

RightPatient Customer Support offers the following products and services to ensure that your support requests are handled with optimized efficiency and organization:

Support Portal
The online Support Portal gives you the opportunity to submit new tickets, communicate directly with Customer Support from one central location, upload file attachments that are associated with your tickets, track the status of your existing tickets, and review past tickets.  The Support Portal also enables you to submit defects and track the resolution status of all outstanding defects.

Prioritized Response Time
Response time is prioritized based on the issue severity, customer service tier, and account status. RightPatient experts will assist on a timely basis based on these factors. 

Ticket Assignment
Each incident is independently tracked and is issued a ticket number.

Live Phone Support
Customers can call the RightPatient experts from 9 a.m. to 6 p.m. ET, Monday through Friday, excluding holidays.

Software Maintenance
Our support package also entitles you to all RightPatient software maintenance releases.  These releases include defect resolution, enhanced functionality, and support for various operating environments.

Our support staff takes great pride in providing quick and courteous responses to your requests, and we continually strive to exceed expectations when helping with your integration, installation, or configuration issues.

If you are an existing customer with a support request, please visit our online support portal:

http://support.rightpatient.com

Support Definition

First Level Support
RightPatient Customer Support provides first level support when the Customer does not maintain a support desk for the biometrics system.  In this case the Customer will contact the RightPatient First Level support desk by dialing the numbers listed previously under the heading “Phone Numbers”.  Arrangements are also available whereby the customer submits a support ticket through the RightPatient Support Portal: http://support.rightpatient.com

Reporting of any “E” level issues by the Customer (see “Establishing Priority Levels”) to RightPatient Customer Support should be conducted by phone unless the Customer is not eligible or has not paid for telephone access.

Support Actions
RightPatient Customer Support staff will be trained on the operation of the RightPatient software and will be able to reasonably perform the following functions and services:

  • Determine if the user problem is related to hardware, software (RightPatient, operating system, or the software into which the biometrics system has been integrated), network infrastructure, local operational environment or user training.
  • Locate and relate any established work around for problems to the user.
  • Document all RightPatient related software issues in detail within the Support Portal and relay the case number to the customer.
  • Assist the user through all necessary steps to identify the source of a local operational problem and take corrective action if possible.
  • Determine the severity and need for further training and offer to schedule that instruction.
  • Maintain a library of software workarounds.
  • Contact users of RightPatient software or vendors who interface with the application in order to pass application operational information to them.

RightPatient will maintain a Support Desk to communicate with the Customer for the purpose of receiving detailed problem information and for notifying Customer of the status of reported problems. Under specific circumstances, where it is deemed necessary by RightPatient to do so, Customer Support in concert with the Customer, will contact a third party directly in order to obtain additional information about a problem, which cannot be obtained solely from the problem originator.

Support Parameters
RightPatient Customer Support will only provide Premium Support for RightPatient products or services and only to customers that have an active Support Status.  Customers that do not have an active Support Status will be advised that their Support Status is inactive.  An inactive Support Status will require the Customer to renew its status to receive support.  The Customer will provide hardware and software maintenance and support for all hardware and software owned by, or licensed to, the Customer with the exception of the RightPatient Software, which will be maintained by RightPatient during the course of the Agreement.

Supported Proprietary Software
The items covered below constitute the software currently available and do not include any new products which may be developed.  Approval will be required to add to this list.  When Customer Support receives an issue it is unable to resolve, the issue will be assigned to another resource within RightPatient, or an external vendor.  Calls will be resolved based on severity levels described in Section 3 of this document.

Proprietary software is an application customized to meet the business requirements of the customer.  Supported proprietary software includes:

Cloud Software

  • RightPatient® Biometric Matching Software
  • RightPatient® Application Server Software
  • RightPatient® Analytics Software
  • RightPatient® Remote Capture Web Service

Local Software

  • RightPatient® Client Software
  • RightPatient® Remote Capture Agent
  • RightPatient® Photo Integration Server Software
  • RightPatient® Patient Registration Server Software
  • RightPatient® Data Synchronization Server Software
  • RightPatient® EMPI Integration Server Software
  • RightPatient® Smart Device App

Standard Operating Procedure
For each call received Customer Support will:

  1. Record the issue in detail.
  2. Create and log a case number in the Support Portal in the event a Customer has an internal tracking system.
  3. Establish a severity level.
  4. Respond and update the caller as per escalation procedures listed in the next section.
  5. Inform the Customer when critical issues will affect their workday.
  6. Close a call only with the approval of the caller.

On each issue an Analyst should ask for the caller’s name, phone number and a description of the problem. The Analyst will attempt first call resolution on each issue and communicate a case number to the customer.  If the issue cannot be resolved on the first call, a severity level will be determined and then appropriately escalated.

Priority Levels
The priority level is how the importance of a call is categorized.  The caller is responsible for presenting a clear and accurate description of the problem so that Customer Support can best determine the severity of the problem.

Response Time
This measurement is the maximum period of time it will take Customer Support to provide an update on an issue.  Response time is not equivalent to resolution time.  The customer will receive an initial update within the established response time to confirm a technician, programmer or system administrator has acknowledged the issue.  Customer Support will provide periodic updates thereafter until the issue is resolved.

Resolution Time
This measurement is the time it takes to resolve an issue.  It starts after Customer Support has been notified of the problem.  The resolution time is different for each situation and cannot be determined until the appropriate technical support personnel have the reviewed the issue.

Call Closure
Only the Customer can give permission to close a ticket.  When the issue is resolved Customer Support will contact the customer for resolution approval.

Priority Levels are outlined as follows:

Priority “E” – Emergency: 30 minute customer response time

  • Production Biometric Server is down.
  • Production Biometric Servers are inaccessible or are experiencing significant performance degradation.
  • Groups of users are unable to process transactions due to other application or infrastructure problem.
  • Production and Demo instances are down while training classes and/or sales demonstrations are being conducted.

Procedure:

  1. A priority “E” problem is identified.
  2. The following information is gathered on the problem:
    • Full Error Message
    • Affected Users
    • Approximate Start Time
    • Extraordinary circumstances occurring when the outage started
    • Any other relative and useful information describing the problem
  3. The on-call group responsible for troubleshooting/resolving the problem is contacted immediately and provided with the above information.
  4. The Customer is updated with the problem status and ETA within 30 minutes of the initial report.
  5. A ticket is opened listing the above information.
  6. Management Notification is performed including the information listed below:
    • Affected System
    • Start Time
    • Affected Customers
    • Owning Group
    • Resolution ETA
    • Final resolution time
  7. The ticket and Customer are updated regularly until the issue has been resolved.

Escalation:

If the on-call personnel who own the issue do not meet the designated deadline for an update, escalate to management and inform the customer.

Priority “A” – High: One (1) Day customer response time

  • Problems associated with an individual’s inability to access the system or process transactions.
  • Individuals unable to enroll, identify, or verify biometric templates.
  • Corporate system problems that effect RightPatient’ ability to support their customer base (such as email, internal network, CRM, etc.)

Procedure:

  1. A priority “A” problem is identified.
  2. The following information is gathered on the problem:
    • Full Error Message
    • Affected Users
    • Approximate Start Time
    • Circumstances occurring when the problem started
    • Any other relative and useful information describing the problem
  3. An internal group responsible for troubleshooting/resolving the problem is contacted and provided with the above information.
  4. The Customer is updated with the problem status and ETA within one (1) day of the initial report.
  5. A ticket is opened listing the above information.
  6. The ticket and Customer are updated regularly until the issue has been resolved.

Escalation:

If the internal group responsible for providing updates to Customer Support does not meet the designated deadline, escalate to management and inform the customer.

Priority “B” – Medium: Two (2) days customer response time 

  • Individual or group loss of non-critical functionality

Procedure:

  1. A priority “B” problem is identified.
  2. The following information is gathered on the problem:
    • Full Error Message
    • Start Time
    • Circumstances occurring when the problem began
    • Any other relative and useful information describing the problem
  3. If Customer Support can resolve the issue, log the ticket including the above information.
  4. If Customer Support cannot resolve the issue, log the ticket and send it to the appropriate work group for resolution.
  5. The Customer is updated with current status and ETA within two (2) days of the initial report.
  6. The ticket and Customer are updated regularly until the issue has been resolved.

Escalation:

If the internal group responsible for providing updates to Customer Support does not meet the designated deadline, escalate to management and inform the customer. 

Priority “C” – Low 

  • Enhancement requests
  • Functionality questions
  • Report requests
  • Issues with a defined workaround procedure

Procedure:

Priority C problems are not escalated.  These are usually enhancement requests and questions that will be resolved as time allows.